We are looking for a Business Analyst to support service-focused operations within our Financial Services team in Rolling Meadows, Illinois. This role works closely with stakeholders to evaluate business needs, improve customer service workflows, and translate findings into practical recommendations. The ideal candidate brings strong analytical thinking, experience reviewing operational documents, and the ability to contribute effectively within an Agile Scrum environment.<br><br>Responsibilities:<br>• Gather and interpret business needs from stakeholders to define clear objectives, process improvements, and support priorities.<br>• Analyze call center and customer service operations to identify inefficiencies, service gaps, and opportunities to improve the client experience.<br>• Review business and operational documentation to confirm accuracy, completeness, and alignment with established requirements.<br>• Perform gap analysis to compare current processes with desired outcomes and recommend actionable solutions.<br>• Create and maintain business requirements, process maps, user stories, and related project documentation for cross-functional teams.<br>• Partner with Scrum team members during planning, refinement, and review activities to help move initiatives forward effectively.<br>• Support testing and validation efforts by confirming that delivered solutions meet business expectations and documented needs.

• Proven experience in business analysis within a services or Financial Services environment.<br>• Working knowledge of call center or customer service processes and the ability to assess operational performance.<br>• Strong document review skills with attention to detail and accuracy.<br>• Experience participating in Agile Scrum teams and contributing to iterative project delivery.<br>• Ability to conduct gap analysis and translate findings into clear business recommendations.<br>• Strong communication skills with the ability to work effectively with stakeholders across business and technical teams.<br>• Proficiency in organizing requirements and producing structured business documentation.

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